Client Success Representative

Role Overview

• Provides customer support to the end users for assigned accounts, and admin support for Account Executives and primary business contacts.
• Assists the sales executives with orders, renewals, and general customer interactions.
• Performs all normal duties necessary to assist customers with product or website access questions and issues.
• Assist clients with technical issues, including log-in/access to website and browser troubleshooting.
• Assists sales executives with orders, renewals, and other general customer interactions to maintain assigned territory client accounts.
• Monitors the customer service queue and responds to all customer inquiries.
• Provides direct customer phone support for issues relating to subscriptions, billing, product information, fulfill orders, and other related account management activities.
• Calls existing customers to determine satisfaction levels, training needs, and to answer questions.
• Manages subscriptions and users in NetSuite CRM by recording and maintaining accurate customer information in the database.
• Maintains up-to-date awareness of Tax Analysts’ products and industry trends.
• Elicits and gathers client feedback in products and conveys information to sales executives.
• Actively seeks out and passes sales leads to the appropriate sales executive.
• Develops a consultative approach and adds value to customers and prospects through knowledge and expertise.
• Works with current clients with assigned territory reps to ensure a high-level of customer satisfaction; keeps customers informed about available services, prices, and new products.
• Passes along upsell opportunities to appropriate sales executive.
• Maintain existing IP Master accounts and update information, convert IP ranges (when necessary) create new IP Master accounts.
• Develop knowledge of user data to strategically support usage growth within the client base.

Requirements

• BA degree or equivalent in experience preferred
• 1+ year of customer service support experience required
• Must have basic sales skills
• Experience with NetSuite or Salesforce, Mailchimp and Google Analytics preferred

Benefits

• Health/Dental/Vision
• 401K: Immediately vested
• Tuition assistance
• Qualified employer under the Public Service Loan Forgiveness program (PFSL)
• Generous Paid Time Off
• Dog-friendly office
• Private gym onsite
• Medical, Dental, Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Disability Insurance
• Pet Insurance
• Tuition Assistance
• Trade Publication/News Subscription Reimbursement
• Exercise Room
• Paid Holidays
• Vacation and Sick Leave
• Parental Leave